COMPLAINT ROUTE · EN-GB / GBP
How to make a formal complaint about a casino payment
Start with the gambling business’s own complaints process. State what happened, what you have already checked and what response you are asking for. Keep the message and attachments. The Gambling Commission recommends including dates, times and amounts and keeping a copy of what you send.
A concise complaint structure
- Identify the account and transaction using the operator’s secure channel; do not include a password or one-time code.
- Set out the timeline: request date, status changes, amount, method and reference.
- Summarise the support contact and attach only relevant responses or evidence.
- Explain the unresolved point: for example, payment not matched, withdrawal not sent, or a reason not explained.
- State the outcome requested such as a trace, a written explanation or correction of the account record.
- Ask for the complaint reference and next update date and save the final response.
What happens next
The Commission says the business has eight weeks to resolve a complaint, subject to its complaint rules. If you receive a final position sooner, or the issue remains unresolved after the operator process, check the named ADR provider’s eligibility rules. The ADR route concerns eligible unresolved disputes related to the outcome of a gambling transaction; it is not a general customer-service appeal.
Keep the issue on the right route
The Gambling Commission cannot decide whether a particular customer should receive a refund. If you believe the business may have breached its licence, you can report information to the Commission, but that is separate from seeking an individual resolution. See the regulator’s role and ADR.
Sources
- Gambling Commission: how to complain
- Gambling Commission: complain about a gambling business
- Gambling Commission: taking a complaint to ADR
FAQ
What if I do not receive a response?
Use the operator’s published process and keep the complaint reference and date sent. If it remains unresolved through the process, check the operator’s ADR details and deadlines.
Should I send bank records with unrelated purchases visible?
Share only what is relevant and use the operator’s secure channel. Ask what specific period or information is required and consider redacting unrelated transactions.